Job Description: Help Desk Support Level 2

Our Core Values

Caring – Attention to Detail – Humble and Respectful –

Team Player – Flexible/Adaptable – Genuine/Integrity –

Positive Attitude – Takes Initiative and Delivers

Job Summary:

With a high degree of privacy, security, and professionalism, provide necessary technical services in a consistent and timely manner to both clients and vendors. Affirm and vigorously initiate personal engagement with Company’s Core Values in relationships with other staff members, clients, and vendors. The purpose of this role is to provide outstanding customer service and technical support that maintains timely and efficient service delivery, resulting in highly satisfied clients.

Tech Support L2 staff are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least 3 years of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance, while following and maintaining Petra standards. The pace and demands in this environment are usually much greater than an "in-house" position. This person should be prompt and know the importance of communicating ETA's to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Desktop/Server, wireless access points, switches, VPN's, firewalls, backup systems and other infrastructure components.

The more truly capable this person is in all these areas, the higher the utility value.

Summary of Essential Responsibilities:

Personal:

• Work independently to carry out assignments to completion within parameters of instructions given, prescribed company routines and standard practices
• Perform project implementation tasks as assigned

• Cause/encourage positive team culture
• Facilitate ongoing communication between clients and staff keeping all parties informed as appropriate
• Take ownership of all customer issues to completion, including those delegated to other tech staff, and follow through to resolution
• Ensure all applicable support services are properly installed, understood, and well utilized by clients
• Interface with clients respectfully and with kindness
• Willingly assist in all types of client support as requested
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability to provide accurate time estimates for how long a task will take
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies through the use of self-study materials and intuition
• Ability to articulate technical information clearly and simply to non-technical people
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• DAILY time entry accounting.

Technical:

• Assist with Company internal RMM/other tools maintenance as requested
• Assist with Company internal network systems maintenance as requested
• Install, configure, test and support, and maintain server systems and desktop systems including video cards, NICs, sound cards, hard drives, and other peripheral devices.

• Install, configure, test and support, and maintain backup systems and desktop systems
• Install, configure, test and support network infrastructure
• Maintain quality documentation as prescribed by company
• Perform other such tasks as assigned
• Maintain up-to-date knowledge of IT industry trends and technology that may affect operations or customer expectations, and seek out training opportunities
• Touch base with other techs for any issues that need highlighted, noted or priority attention
• Anticipate when possible and notify appropriate staff when extraordinary support events or requirements occur
• Keep the Service Manager informed regarding all aspects of client support and provide continuous feedback to improve our support systems and services
• Regularly attend technical staff meetings, being prepared to discuss client issues, project status and scheduling concerns
• Configuration of standard POP, SMTP & Exchange clients including Outlook
• Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences
• Configure file, print and remote access services
• Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
• Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases

Preferred Technical Skills and Abilities Required (at least 3 years’ current experience):

Personal:

• Regularly utilize good diagnostic and problem-solving skills
• Discern and re-assign client support to subject matter experts as needed
• Has effective standardized personal work processes
• Minimum 3 years as competent and dependable level 2 support tech that follows directions and works efficiently to quickly resolve client issues

• Consistently receives good client feedback

Technical Knowledge:

• Strong managed-services-systems knowledge
• Knowledge of network Infrastructure hardware (firewalls, switches, wireless access points, cabling access) and their relationships
• Knowledge of Microsoft network systems technology
• Intermediate network knowledge including OSI model
• Understands and is capable of writing standards and documentation
• Has effective standardized personal work processes
• Workstation configuration/troubleshooting
• Desktop/server remote Access, including terminal services and VPN
• Software/Hardware Installation/Patching/Upgrades (OS and Business Applications)

• Desktop Backup and Recovery (Imaging)
• Documenting System Configuration, Policies, Procedures, etc.
• VoIP Technology
• Brand name knowledge of Desktops/Laptops (Dell/HP/Lenovo)
• Windows Operating Systems (last 10 years)
• Microsoft Office 365 Business Applications
• Understanding of common vertical LOB applications
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Understanding of DNS services

Abilities Required:

• Must be able to lift up to 35 lbs., push/pull 50 lbs., and use a hand truck
• Able to work in tight spaces
• Some out of state travel may be required
• Some night and weekend work may be required
• Rotating on-call responsibilities

Credentials and Experience:

• Level 2 Technical Support experience of at least 3 years
• Minimum 3 years’ experience with Switching, VLAN, Routing, and Firewall Support

• Minimum 2 years’ experience in Mobile Messaging Technologies and ActiveSync support

• Minimum 3 years’ experience - Server Hardware Technologies (CPU/RAID/SCSI) Support

• Minimum 3 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support

• Has at least one certification. The following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+

Pay: Base + Bonuses based on experience

Promotion:

• At least four to five years’ work experience
• Obtains major current certification
• Strong positive client feedback, seen as expert in their area
• Participates in pre-sales activity
• Mentors new technicians
• Shows ability to be a lead technician

Job Type: Full-time

Pay: $64,000.00 - $76,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Salem, OR 97305: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 3 years (Required)
• Windows Operating System troubleshooting: 5 years (Required)
• MS Office 365 configuration: 3 years (Required)

Work Location: One location

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